IT Support Engineer

Support Revolution; San Jose (CA); On-site; USD 87,000 - 105,000; Full time

Job summary

A leading technology provider in San Jose is seeking an IT Support Engineer to join their Field Services Team. This role requires a professional with a strong background in technical support to assist users and maintain IT infrastructure. The ideal candidate will thrive in a dynamic environment, demonstrate customer service excellence, and contribute to process improvements.

Qualifications

• 4-5 years of experience in IT support or help desk.
• Strong knowledge of Windows and mobile devices.
• Basic understanding of cybersecurity best practices.

Responsibilities

• Provide timely and effective technical support to end-users onsite and remotely.
• Respond to, document, and resolve incidents and service requests.
• Create and maintain technical documentation.

Skills

Technical Support

Incident Management

Customer Service

Education

Bachelor's degree or equivalent

Tools

Active Directory

Office 365

ITSM tools

Job description

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Location: San Jose, California, United States

About Supermicro:

Supermicro is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

Super Micro is looking for an IT Support Engineer to strengthen the team located in the San Jose. This position is part of the Field Services Team under IT department and is primarily responsible for inbound calls/inquires and setting up service dispatches. This individual must have professionalism, patience, and a people first attitude, while attention to detail is a must.

This individual will be responsible for assisting consumers and service technicians by providing appliance service and other product support including inquiries for service and product information, diagnosing service-related issues, and dispatching service while providing a stellar customer experience.

Essential Duties and Responsibilities:

• End-User Support: Provide timely and effective technical support to end-users onsite and remotely for hardware, software, network, and application issues.
• Incident & Request Management: Respond to, document, and resolve incidents and service requests in accordance with ITSM processes and SLAs.
• Escalate calls as needed to Field Technician/Engineer (Tier 1 & 2) for more in depth technical/diagnostic assistance.
• IT Asset Management (ITAM): Maintain accurate records of IT assets, participate in audits, and support lifecycle management activities.
• Documentation: Create and maintain technical documentation, user guides, and knowledge base articles.
• Continuous Improvement: Identify opportunities to enhance IT processes, tools, and user experiences.
• Performs other specific duties or assignments as directed by Service Desk Manager

Qualifications:

• Bachelor’s degree or equivalent is required
• 4~5 years of experience in IT support, help desk, or similar technical support roles.
• S trong knowledge of Windows, mobile devices (iOS/iPadOS) and Intune MDM environments
• Experience with Active Directory, Office 365, and common business applications
• Familiarity with networking concepts (TCP/IP, DNS, DHCP) and network cabling.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Basic understanding of cybersecurity best practices.
• Experience with surveillance and access control systems is an advantage.

Salary Range

$87,000 - $105,000

The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.